Enhancing Sales Efficiency and Customer Experience with GenAI-Powered Agent Assistance

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For a Leading Music Streaming Service

“Delivering seamless and personalized customer experiences at scale requires empowering agents with real-time intelligence and automation.”

– A Customer Experience Director at a Leading American Music Streaming Service

When a leading Music Steaming Service set out to improve sales efficiency and customer satisfaction, Movate deployed a GenAI powered Agent Assist solution. The platform delivered real-time recommendations, objection handling prompts, and context aware guidance during live calls, helping agents boost conversions, reduce handling time, and deliver more personalized customer interactions. The overall impact looks like:

sales boost from real-time personalized guidance.

productivity increase with more calls per agent.

better customer experience and agent satisfaction.

Business problem

A top satellite radio and music streaming service could not convert interactions into sales, because agents could not handle objections and offer customized solutions in real-time.

Excessive time was spent moving in and out of different systems, and upsell and cross-sell opportunities were missed.

This slow and fragmented selling experience resulted in inconsistent agent performance, decreased conversion rates, and longer handle times, inhibiting the organization from creating meaningful gains in sales efficiency, higher revenue per call, and scalable and personalized sales engagements.

Customer challenge

A Leading American Music Streaming Service provider struggled with operational efficiency and service quality in its contact center. Agents were frequently unable to quickly access relevant information in real-time, requiring them to toggle between applications, which resulted in higher average handling times (AHT) and delays.

The lack of real-time support tools caused agents not being able to effectively provide accurate, personalized, contextually aware, responses leading to inconsistent customer experiences. These operational limitations ultimately reduced productivity, reduced customer satisfaction, and ultimately stifled the organization’s ability to provide seamless and efficient interactions at scale.

Movate’s AI solution

Movate’s GenAI-enabled Agent Assist solution empowers agents with real-time intelligence, improving efficiency and personalization. The platform provides next-best-action recommendations based on customer intent while enabling agents to quickly and accurately respond to objections to turn them into a sales opportunity.

The solution learns continuously from agent interactions over time to provide intelligent, context-sensitive guidance that continuously improves accuracy and consistency. The agent now has very little manual processing to perform, complexity is reduced, and adoption at scale is simplified by connectivity with existing systems.

Movate AI differentiator

By introducing Movate’s GenAI-Driven Agent Assist, we utilized real-time guidance and personalization to create a 5% increase sales conversions. Agent productivity increased by 10%, by handling more calls per agent, and streamlined processes led to a 30% improvement in customer experience and agent satisfaction.

The process changes not only improved overall efficiency but also created a great sense of trust and loyalty from the customer due to a practical and personalized experience.